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Implementation Services Director

Job category:  Project Management
Work location:  Location Flexible
Office location: 

Hemel Hempstead, GB

Contract type:  Permanent
Job type:  Manager


The role of the Implementation Services Director is the oversight of multiple global Service Readiness programme implementations to Operations and Clients, whilst overseeing as an indirect manager the Implementation team assigned to the programmes in their portfolio. These consist of, among others, the programme manager, service transition lead, PMO and solution architect 

The Implementation Services Director ensures that all Service Readiness (SR) programmes deliver the right quality of deliverables into the Operations business such that we meet the client’s expectations from go live and provide a platform for a long and mutually beneficial relationship 

The Implementation Services Director is responsible and accountable for the financial forecast and delivery of the assigned portfolios/ programmes and the overall client relationship as part of the day-to-day governance structure as it pertains to the implementation, working hand in hand with assigned account management portfolio leads. 

The Implementation Services Director supports Deal Pursuit /Pre-Sales activities in client engaging meetings to represent SR and shape high level solution as well as managing the team to support bids. 


Main Responsibilities 

  • To ensure that compliance to NGA standards is adhered to across the projects being delivered and take action as required to ensure compliance is enforced 

  • Take decisions as needed and ensure that issues are escalated through the appropriate channels for support in resolution and to raise senior management awareness 

  • To share best practice and key learnings to support continuous improvement and foster a learning culture and environment 

  • To deliver project reporting and maintain systems of information in accordance with NGA standards 

  • Build relationships at both a transactional and strategic level to support the achievement of key outcomes and joint goals 

  • Identify and solution business growth opportunities 

  • Develop innovative approaches and solutions as part of a continuous improvement cycle to increase the efficiency of project delivery 

  • To ensure that commercial protection exists during contract negotiation and as part of ongoing change management. 


Main Accountabilities: 

  • Drive Best Practice initiatives within the team and stay informed on new Products 

  • Grow strong relationships across the organisation ensuring smooth delivery of implementations 

  • Contribute to the development of, and implement, a communications plan that targets the development of a strong SR community – and proactively seek feedback to identify opportunities to improve 

  • Participate in regional management meetings. 

  • Participate in implementation meetings (client-facing and internal) as appropriate to ensure activities are completed 

  • Track and report progress (dashboards) to key stakeholders 

  • Forecast future resource requirements based upon sales pipeline 

  • Drive ‘Lessons Learned’ from each transition to ensure continuous improvement to standard methodology and toolset 

  • Makes programme decisions and recommendations to management about schedules, prioritization, and resource allocation with input from others as needed 

  • Communicates and reports status to executives and all other stakeholders e.g., Status Reports, Executive Briefings 

  • Employs and promotes best practice methodologies working within a framework that includes process definition, templates, tools and NGA’s standards 

  • Ensuring C-sat and Ops SAT meets the agreed target by supporting the Programme Managers, to drive improved customer satisfaction at both a project and exec level 

  • Monitors the project deliverables are within NGA’s standard delivery model and deviations are identified and reported and resolved effectively 

  • Develop the team to achieve outcomes acting as a coach and a mentor to develop individuals. 

  • Takes responsibility for financial forecast and delivery 

  • Ensure resources are assigned to projects to minimise bench allocation 

NGA Core Competencies

  • Building Effective Teams - Open up the World of Opportunity, develop networks and blend people into teams where needed. Ensure effective communication, foster open dialogue, encourage people to act responsibly & take accountability for their work, defines success in terms of ‘One Team’. Creates strong morale and spirit in the team.
  • Drive Innovation - Be a problem solver. Enable & drive innovation by working with teams to develop new approaches and solutions to problems that have not been previously done. Embrace & support change and suggest implementation strategies. Seek, develop and test unique opportunities for business improvement and/or growth.
  • Develop Others - Delegates responsibility allowing employees freedom to decide how they will accomplish their goals and resolve issues. Applies sound people management practices, to enable others to deliver, whilst actively provides feedback and coaching to maximise their full potential.
  • Grow Client Relationships - Establish and develop effective relationships with clients and gains the trust and respect in developing ideas, proposals, projects and solutions that are mutually & financially beneficial.
  • Be Results Oriented - Maintain and apply a broad understanding of the business vision and the NGA Way of working. Understand financial management principles to ensure decisions are based on this. Establish & embed quality processes, that are repeatable and scalable, to create discipline, accountability & focus whilst driving others to deliver results.


Service Readiness Competencies

  • Commerciality - Drive commercial acumen and ensure adoption of the NGA Way
  • Technical - Identify and source support needed for teams to be skilled technically
  • Project Accumen- Implement and ensure compliance with methodology



Professional/ Job Experience


  • Extensive experience in programme/ portfolio management
  • Willingness to travel
  • Managing budgets of in excess of £20m
  • Vendor management experience
  • Fluent in English (written, oral)
  • Experience within the HR-domain
  • HR Consulting, payroll and outsourcing industry experience



  • HR/Payroll Qualification
  • Knowledge of NGA systems, processes and procedures

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